Job Summary
The Educational Technology department at the S.J. Quinney College of Law, University of Utah, is hiring an IT Help Desk Supervisor to lead the daily operations of our help desk team. This is a full-time, salaried, benefited position with a flexible schedule built in (see Schedule and Work-Life Balance below). Our help desk is the front line of technology at the law school. The team supports classroom AV and computing for students, faculty, and staff, and provides AV support for the events,…
conferences, and lectures the college hosts throughout the year. The supervisor keeps these systems running smoothly, makes upgrades as needed, and helps our business operations groups use technology to work more efficiently. We want someone who will take real ownership of this role. You will have the agency to spot problems, decide how to fix them, and see them through without waiting for permission at every step. Great customer service is the heart of this job: our users are students under deadline pressure and faculty walking into a classroom that has to work right now, and how the help desk treats them matters as much as the technical fix. This is a working supervisor role: you will lead the team, and you will also stay hands-on with equipment, hardware, and software. The position carries limited authority for personnel actions and supervises employees of the department in accordance with organizational policies and goals.
Responsibilities
- Manage and supervise the day-to-day operations of the IT help desk team, ensuring efficient, friendly, and effective support for students, faculty, and staff.
- Support and maintain classroom AV and technology, including displays, audio, lecture capture, and podium systems, so classes start on time and run without interruption.
- Coordinate and provide AV support for law school events, conferences, and guest lectures, including setup, live operation, and teardown.
- Take ownership of problems from first report through resolution, and give help desk staff the trust and room to do the same.
- Assign tasks, prioritize issues, and monitor the progress of help desk employees to ensure timely resolution of problems.
- Develop and maintain standard operating procedures, documentation, and knowledge base articles to streamline support processes.
- Train, coach, and mentor help desk staff to build their technical skills and customer service abilities.
- Monitor and maintain the law school's information systems, including servers, networks, and applications.
- Provide hands-on technical support for complex issues that escalate beyond the help desk staff.
- Track help desk performance metrics such as response times, resolution rates, and customer satisfaction, and use them to improve the service.
- Prepare and present reports on help desk activities, trends, and performance to senior management.
- Keep current with technologies and best practices in IT support, classroom AV, and educational technology.
- Participate in the hiring, performance evaluation, and professional development of help desk staff, with limited authority for personnel actions.
This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
Work Environment and Level of Frequency typically required
Nearly Continuously: Office environment.
Physical Requirements and Level of Frequency that may be required
Nearly Continuously: Sitting, hearing, listening, talking. Often: Repetitive hand motion (such as typing), walking. Seldom: Bending, reaching overhead.
Minimum Qualifications
Requires a bachelor's degree in area of specialty or equivalency (one year of education can be substituted for two years of related work experience).
Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
Preferences
- Strong technical knowledge of IT systems, hardware, software, and networks.
- Experience with classroom or event AV systems, such as audio, video, projection, and conferencing equipment.
- A track record of taking ownership: someone who sees a problem and fixes it rather than waiting to be told.
- A customer service mindset and a professional, patient demeanor in difficult situations.
- Solid problem-solving and troubleshooting skills.
- Clear communication, verbal and written, with technical and non-technical audiences.
- Experience leading or supervising a support team.
- Familiarity with IT service management frameworks such as ITIL.
- Ability to prioritize tasks and manage several projects at once.
- Knowledge of IT security principles and practices for protecting sensitive data and system.
Special Instructions
Requisition Number: PRN45592B
Full Time or Part Time? Full Time
Work Schedule Summary: This is a 40-hour salaried position. We ask for at least 30 hours on-site each week, because this role leads a walk-up help desk and supports live classrooms and events, and the team needs you in the building. The remaining 10 hours are open to flexible arrangements: working from home, shifted start and end times, or whatever schedule works best for you and the team. We will settle the specifics together after hire. We know compensation matters, and so does having a job that fits around your life. We built this schedule to offer flexibility that many IT positions cannot.
Department: 00096 - College of Law - Dean
Location: Campus
Pay Rate Range: 53000.00
Close Date: 11/01/2026
Open Until Filled: